Andrew Mason

Hi Andrew,

Thank you for taking the time to share such detailed feedback about your experience. I want to start by offering a sincere apology. Reading your review, it's clear that we have let you down, not just recently with the recent issues, but in the past with your meter dispute as well.

My name is Alex, and I’m a Team Leader here at Octopus Energy. I've personally reviewed your case this morning, and I want to be clear: the experience you've described falls far short of the high standards we set for ourselves. We're proud of the service we provide, and it is incredibly disappointing when we fail to meet a customer's expectations so significantly.

I've located your account and sent you an email directly so we can begin resolving this latest issue. I've reviewed your account history, including the recent communications about your change of address and your IHD issues.

Please look out for that and we can get this sorted!

Best Regards
Alex
Team Leader
Octopus Energy

Dear Mr. Mason,

Thank you for your review regarding your experience. We are sorry to hear you haven't received the service we hope to give.

As per the further investigation, I can confirm that we billed your account accordingly and we also sent 3 detailed emails as per why we are increasing the Direct Debit. We used all your Smart Meter reading since October. There is no need to install a new meter since your current meter is fully working. I want to apologise if this was not explained to you properly when you called us, I sent all the details to the Customer Service Manager for further actions.

Here at Simplicity, we pride ourselves in supporting our customers from getting behind with their energy payments and we like to ensure all customer’s accounts are kept in balance throughout the year. Ideally, your account should stay in credit all throughout the year with us, so there are no nasty surprises!
With this in mind, we consistently review our customer’s accounts, your actual energy usage (from meter readings or industry supplied data), and the amount of your monthly Direct Debit payments. Based on this information we adjust your monthly Direct Debit payments to keep pace with your energy usage. Energy usage changes throughout the year – you may get a pool installed, lucky you! – so we recalculate Direct Debits to ensure payments are reflected upon your actual usage.

When you sign up to us, you tell us how much gas and electricity you will use in a year. This is how we calculate your Direct Debit when you get a quote from us. Subsequently, if you then go on to use more than this amount, your account balance will slip into deficit. Similarly, if you use less energy than this, then your account will accrue a credit.

We understand that there are recent events (COVID 19) that affected a few of our customers financially, we do offer help and come up with payment options that our customers can use for the next 3 months.
We, as a company requisite in making sure that both our customers and employees are fully supported in this time of crisis.

For more information about our Direct Debit recalculations, please copy and paste the link below:
https://www.simplicity.energy/direct-debit

For our Terms and Conditions, please copy and paste the link below:
https://www.simplicity.energy/terms-and-conditions

If you wish to discuss this further we would be more than happy to help. We want to be able to resolve your complaint and make your experience better with Simplicity Energy. You can contact us on 01908 044225 and you may talk to me directly. Our opening hours are Monday - Friday 8 am-8 pm and 8 am-5 pm on Saturday.

Thank you from all of us @ Simplicity Energy.


Kind Regards,

Manelyn
Business Support Manager
Simplicity Energy

Oh no! This isn't the service we wanted for you 😩 Drop us a message on Facebook or Twitter so we can look into this in more detail. Please also remember to include your account email and the order number in your message.